Manager Improvement and Transformation 1st line

The Customer Experience & Care (CXC) department within Luminus Retail & B2B oversees customer interactions in the mass market. Customer Care First Line activities are fully outsourced to external contact centers, with the Partner Account Managers and the WFM team responsible for daily operational management.

As Manager Improvement & Transformation you will manage the First Line Customer Care team, guiding a team of 1st Line Specialists and driving strategic initiatives to enhance customer care. 
You will oversee key projects, lead multidisciplinary teams and deliver impactful results across various areas of Customer Care.

Your Daily Job
 

• You lead the 1st Line Specialists team, driving customer care projects from start to finish, ensuring they meet deadlines, stay within budget and align with business goals. 
• You implement continuous improvement practices, using methodologies like Lean and Six Sigma, to enhance service quality.
• You represent the first line in strategic company-wide transformation initiatives and manage business cases through all phases of execution, keeping stakeholders informed. 
• You streamline customer touchpoint communications (IVR, emails, FAQs) to optimize the customer journey.
• You work closely with the Data Intelligence team to develop and validate (K)PI reports, ensuring data supports effective decision-making. 
• You manage budgets, track costs and present financial updates in line with forecasts, all while driving performance and supporting sales growth.

Your Profile
 

• You have a Master’s degree or equivalent experience.
• You have at least 5 years of experience in project and process management, including leading teams and managing customer care initiatives.
• You are proficient in PM methodologies and continuous improvement techniques.
• You have strong financial and budget management skills.
• You are a customer-centric leader, with a passion for operational excellence.
• You are fluent in Dutch, French and English.

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